VIP Telemarketing Sales Host
About The Position
The VIP Telemarketing Sales Host is responsible for driving growth through targeted marketing initiatives with a primary focus on telemarketing within the Boyd Rewards database. This role involves building and nurturing strategic relationships with guests across multiple markets and will be responsible for driving business to assigned properties. The VIP Telemarketing Sales Host will convert sales and marketing efforts into driving casino trips while ensuring a seamless service experience in collaboration with casino property casino hosts and management teams. Success in this position requires a high level of motivation, attention to detail and skill in the planning, coordination, and execution of the guest experience. Candidates must have excellent verbal and written communication skills. The VIP Telemarketing Sales Host is accountable for meeting sales targets and service goals along with other key performance metrics.
Requirements
- BS in Business or Marketing preferred; significant recent and relevant work experience may be substituted
- 2 years prior experience with casino and hotel, customer service, host or VIP guest experience
- Highly proficient with Microsoft Office
- CRM experience
- Comfortable selling and building relationship via verbal and written communications including email and text messaging
- Strong attention to detail, ability to identify critical issues and opportunities, evaluate options and suggest solutions
- Must be able to handle multiple projects and meet deadlines in a fast-paced environment
- Must be resourceful, organized and detail-oriented
- Must demonstrate ability to concentrate, analyze, and resolve complex problems
- Ability to complete assigned duties and responsibilities within timeframes provided.
- Excellent verbal and written communication skills.
- Must respond quickly and effectively to changing business environment.
- Compliance with Internal Controls and policies as required
- Flexible working days and hours required
Responsibilities
- Responsible for maintaining, developing, and growing books of business through outbound calls, direct mail, telemarketing, e-mail, texts, and personal contact.
- Builds relationships with target guests through various systems and logs contacts in the designated CRM system.
- Handles and resolves guest inquires and addresses guest complaints in a timely, polite, and professional manner.
- Maintains high standards of courtesy, professionalism, and discretion in all communications to, about, or with customers including their arrangements and finances.
- Knowledgeable of all casino events, upcoming special events and promotions and entertainment across all Boyd Gaming properties.
- Must be familiar with all casino activities and exhibit expert knowledge of the Boyd Rewards loyalty program.
- Ensures guests are aware of events and supports execution through attendance and follow-up.
- Provides timely, accurate information.
- Effectively communicates department activities with other departments.
- Leverages property amenities/programs to targeted players.
- Arranges accommodations and amenities (i.e., shows, hotel, restaurant, and transportation, etc.).
- Provides complimentary items according to established guidelines and sound business practices.
- Utilizes casino systems for the purpose of tracking complimentary items to qualified guests based on comping guidelines.
- Responsible for itinerary fulfillment and making sure guest satisfaction is a priority.
- Collaborates with workgroups and all support departments to ensure player satisfaction.
- Follows up with guests after visits to ensure satisfaction and resolve any concerns.
- Work with internal teams to troubleshoot issues with online bookings and player account management.
- Identifies methods to increase efficiencies.
- Quickly identifies problems and works towards creative solutions to improve service and the overall guest experience.
- Responsible for maintaining goodwill with all guests.
- Maintains confidentially of all players accounts.
- Maintains security and confidentiality of files, records, and lists.
- Works with team members to achieve common goals.
- Complies with state and local regulatory requirements.
- Perform other incidental and related duties as requested and assigned.
- Performs other duties as assigned by management
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
